Customer Success Manager

Buildkite

Vancouver City, British Columbia, CA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/13/2021
  • Website: buildkite.com
  • Company Address:

About Buildkite

Buildkite is a platform for running fast, secure, and scalable continuous integration pipelines on your own infrastructure.

Job Description

At Buildkite we build tools to help the best software teams stay happy and productive. We’ve rethought how CI/CD should work and have built a platform that is fast, reliable, secure, and is able to scale to the needs of the most demanding high-growth tech companies including Shopify, Pinterest, Wayfair, Cruise, PagerDuty, CultureAmp, and Canva.

Buildkite is a differently shaped company that values work-life balance and supports staff to work the ways that make sense for them. From the beginning, our goal has been to build a company that was profitable, grew sustainably, and had a strong, people-centered culture. We’re currently a distributed team of 39 humans working remotely from Seattle, Vancouver, Perth, Sydney, Hobart, Adelaide, Kyoto, Oakland (US), Long Beach, Wellington, Berlin, London, Kiev, Cordoba (Argentina), and Melbourne.

As a Customer Success Manager (CSM) you will be responsible for managing customer relationships which includes expanding customer accounts, increasing customer retention, solving customer issues, and driving customer satisfaction.

In your day to day life you will be dealing primarily with developers and operations professionals. Someone coming from a sales engineering, technical account manager, or technical support background will feel at home in this role. You will be the main contact for our enterprise accounts working on their behalf to answer technical questions, dealing with commercial issues such as expansion and renewal and ensuring they are happy at all times and consistently using the product.

A typical day for you might look like:

  • Use data analytics to keep track of customer health scores that track product usage
  • Long-term customer relationship management: Manage relationships via regular check-ins or ad hoc calls to help with Buildkite adoption
  • Brand and product promotion: regularly communicate new products and features to customers and help with product adoption
  • Keep track of account usage; work on top-ups (expansion) and renewal of enterprise annual plans including negotiating terms and working through legal agreements
  • Measure and report on MRR expansion, contraction, and churn.
  • Help build Customer Success best practices.

This job is for you if you have:

  • Experience working in a customer facing function in a technical company
  • Experience working with enterprise customers on contracts and security questionnaires
  • An interest and broad understanding of developer tooling
  • Strong project-management skills
  • Excellent written and verbal English language skills, and prefer to speak plainly and personally
  • A genuine love of working with people, are empathetic and enjoy solving problems
Timezone Any timezone East of Melbourne (UTC+1000) through to Vancouver (UTC−0700) inclusive.
Hours Full-time
Role Type Permanent

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Buildkite - Vancouver City, British Columbia, CAUnited States of America
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.